Jersey Telecom Group, the leading telco in the Channel Islands providing fixed, mobile and broadband services under the Jersey Telecom and Wave brands, has replaced its contact centre equipment and telephone system with a new solution from Interactive Intelligence. The Customer Interaction Centre (CIC) software will link five offices across Jersey and Guernsey, and will support approximately 100 call centre agents and 250 back office staff.
Committed to providing the Channel Islands with world-class services, JT Group needs to provide an excellent, responsive service to its subscribers. In particular, as a provider of broadband and mobile services as well as fixed line telephony, they recognised the need to be able to accept and initiate contact via email, the web and SMS, as well as by telephone.
Interactive Intelligence CIC includes multimedia routing to support contact over different platforms that delivers a competitive advantage to Jersey Telecom Group. The installation also includes Interaction Optimizer, the workforce management software module, which will provide real time forecasting and scheduling of staff across the business.
“We needed to replace our contact centre system, and we took this as an opportunity to see how the latest in technology could help support our commitment to driving further increased business efficiency, as well as helping us fulfil our goal to provide the most responsive customer care in the Channel Islands. It was important that the solution we chose could grow with us and assist us in delivering our strategic goals as we move into other markets and provide our products and services beyond these shores.” said Richard Beaugie, Head of Service Operations at JT Group.
Jersey Telecoms’ “Gigabit Isles” project is currently on schedule to deliver fibre to the home within the next five years. Their network is already ten years ahead of the UK and once Gigabit Isles is complete, Jersey Telecom will be able to boast some of the World’s fastest broadband speeds. With such an exciting future ahead of them, it was important to find a solution that will enable any future expansion, worldwide, to operate on the same office system and follow a standardised best business practice.
“We evaluated a number of potential suppliers, but Interactive Intelligence proposed the functionality we required, in an innovative software-based system which meant we could roll it out quickly and tailor the operations to our requirements.”
Jersey Telecom Group carried out a formal procurement exercise, starting with an RFP in October 2010. Interactive Intelligence was shortlisted for full evaluation, and won the contract at the end of March 2011. The solution will be fully implemented by the end of the summer.